Customer Service at a Crossroads: What You Do Next to Improve Performance Will Determine Your Company's Destiny

By consistently delivering information about products, services and information to customer service agents, based on their individual skill levels—at the right time in the right way, organizations are also delivering a consistent, clear understanding of corporate objectives and vision. The result: thousands of customer interactions that delight the customer and improve retention as well as corporate profitability. Optimizing agent performance can quickly deliver incredible returns beyond customer loyalty. That is what this book is all about.